Desktop Support Analyst-Portland, OR

GuideIT•Portland, OR

3d•Onsite

About The Position

This technology support position requires teamwork, communication, and a passion for working directly with end users throughout Portland and surrounding areas. The qualified candidate must be flexible with alternating locations, as directed, and will be collaborating with multiple teams.

Requirements

Min. 4 years of direct customer IT support
Ability to adapt to new technology as it is introduced into the environment
Windows 10/11
Ability to troubleshoot hardware / software issues on Laptops and Desktops
SaaS Phone system experience (e.g., Teams Business Voice, GoTo)
Basic audio/visual experience
Basic Active Directory experience
Applies knowledge of networking fundamentals; basic security and wireless concepts; routing and switching fundamentals; the TCP/IP and OSI models; IP addressing; WAN technologies; NAT, DHCP and DNS; understanding VoIP and configuring simple networks
Applies strong technical skills, effective communication skills, and is responsive to customer needs.
Ability to communicate and support users at the executive level
High school diploma and/or GED certificate required
Must be flexible to commute between customer and GuideIT sites located in Portland, McMinnville, and Salem areas to perform work
Must be willing to travel quarterly to remote locations in Montana
Must be flexible to on-call expectations and assigned shifts
Ability to lift to 50 pounds maximum with frequent lifting/and carrying objects weighing up to 25 pounds
Dress code: business casual office attire

Nice To Haves

Some college or college degree preferred
Microsoft Certified Professional (MCP) certification is preferred
CompTIA A+ Certification or higher is preferred

Responsibilities

Provide in-person, end-user computing support for users at directed offices and remote sites.
Provide outstanding customer support to End Users on all information systems used.
Perform Request and Incident Management processes within Service Level expectations (i.e., priority / escalation norms) in Service Management tools.
Serve as the escalation point for Level 1 Service Desk, including communication with clients and technical troubleshooting
Participate in documentation activities to provide the Level 1 Service Desk with resolution opportunities as identified
Proactively communicate and deliver support at outstanding levels
Perform Mobile Device Management, and administer Directory Services as assigned
Facilitate & maintain an accurate & ready IT Asset Inventory at major offices
Maintain a general understanding of corporate structure and an awareness of business workflow in each department to leverage this understanding to prioritize tickets or tasks, trigger follow-ups, or proactively prevent incidents from occurring.
Support Infrastructure, Technical, Application, and Security maintenance projects as required.
On-call flexibility to carry out virtual IT support and in-person EUC support.